Operations Team Leader - Contact Center (KSA)

Department: Customer Support Ops

Employment Type: Full Time

Location: KSA

Description

We are looking for a driven, analytical, and people-focused Operations Team Leader to take ownership of customer service operations and elevate performance standards. In this role, you will lead, coach, and inspire a team, ensuring exceptional service delivery while driving operational excellence.

As a key player in our leadership team, you will oversee performance management, process improvement, and team engagement—helping us exceed SLAs, optimize workflows, and deliver a superior customer experience. If you’re a proactive problem solver who thrives in fast-paced environments, we want you on board.

Key Responsibilities

• Lead, coach, and mentor a high-performing team, ensuring engagement, motivation, and accountability.
• Facilitate regular performance meetings with supervisors, identifying areas for improvement and tracking progress.
• Monitor and enforce quality standards, ensuring adherence to customer experience best practices.
• Drive performance improvement initiatives, setting clear priorities and refining procedures to meet or exceed SLAs.
• Ensure structured training and development plans for all team members, fostering continuous skill growth.
• Optimize attendance and retention strategies, leveraging data-driven insights and team collaboration.
• Manage performance and disciplinary processes with fairness and consistency, maintaining a results-driven culture.
• Identify and mitigate operational risks, working closely with the Operations Manager to streamline processes.
• Set the tone for a high-energy, customer-centric environment, ensuring the team delivers outstanding service and satisfaction.
• Support the Head of Operations in executing business targets, driving a culture of excellence and continuous improvement.
• Stay ahead of industry trends and regulatory updates, sharing relevant insights with the team to maintain compliance and service excellence.
• Work with leadership to implement business efficiencies, optimizing workflows and enhancing productivity.
• Deliver operations within agreed budgets, service levels, and business targets, ensuring sustainable growth.
• Escalate complex issues to senior management with clear action plans and recommendations.

Skills, Knowledge and Expertise

Required:

• Analytical and strategic mindset, with a passion for process improvement.
• Creative problem-solving abilities, with a proactive approach to operational challenges.
• Proven success in customer service management, with a track record of delivering exceptional results.
• Bachelor’s degree or higher in a relevant field.
• Fluent English (B2+ level), with strong verbal and written communication skills.
• Coaching and leadership experience, with a demonstrated ability to develop high-performing teams.
• Minimum 2 years of experience in a contact center environment as a Team Manager.
• Strong people management skills, with the ability to inspire, motivate, and drive accountability.
• Proven ability to manage escalations and handle demanding customer interactions effectively.
• High-energy, results-oriented mindset, with a passion for delivering excellence.
• Flexibility to work onsite, adapting to dynamic operational needs.
  
  

Bonus Points for:

• Experience in financial services, banking, insurance, or investment industries.
• COPC knowledge, with a strong grasp of customer service frameworks.
• Expertise in report development and data-driven decision-making.

Benefits

This is an opportunity to lead from the front, drive operational improvements, and build a world-class customer service team. If you thrive in high-growth, fast-paced environments and have the leadership skills to make an impact, we want to hear from you.